The Voice of Customer Manager would support Al-Futtaim VOC strategy by conducting quantitative research, analyzing customer data and presenting key customer insights. This role will own and manage the Voice of Customer program and associated Net Promoter Score (NPS) – the most important business KPIs. This includes the customer research process including extraction, cleaning and maintaining customer contact databases, questionnaire design, and administration of in-house survey and analytical tools.
How will you add value on a day-to-day basis?
Creation of and production of relational and transactional satisfaction surveys for Net Promoter Score and Customer Effort Score.
Promoting NPS engagement across the business; presenting findings at key business forums periodically.
Root cause analysis to understand key drivers, including forecasting likely improvements due to customer initiatives.
Ability to analyze and understand correlations between NPS and other business KPIs.
Create and present high-quality VOC insight reports with thought-provoking analysis and impactful insights, opinions and actionable recommendations.
Resource reliable benchmarks of comparable businesses and best practice when it comes to NPS and measuring customer loyalty and customer experience.
Be the independent view that challenges business assumptions to ensure that we are meeting the needs of our customers based on research results.
Coach and mentor key research & insight end users across the business to ensure best practices are being employed across all Worldpay sites.
Proactively work with stakeholders to understand their strategies and research needs
Writing and managing the distribution of surveys and questionnaires.
Management of external agencies for other ad-hoc research.
Creation and ongoing maintenance of reports and dashboards and a clear plan for adoption of the dashboards within the business.
Identify trends through KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer’s experience and provide efficiency to the business.
Conduct root – cause analysis of interaction data, identify trends/patterns or correlations.
Deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product and service.
Continue to remain in tune with industry VOC analytic trending and new approaches to skill.
Create innovative ideas to use the VOC technology in ways not recognized or requested by utilizing forward thinking skills and proactive approach with the tool.
Implement value-added features and applications to further use the available technology.
Package and deliver key findings effectively to Senior Leaders, Process Improvement team as well as key stakeholders.
Observe and monitor implemented solutions.
Deliver accurate and thorough analysis by deadline.
Perform ad hoc reporting and analysis as assigned.
Use interaction data to deliver actionable insights that drive quantifiable improvements to customer experience and agent performance.
|Job Location:||Dubai, United Arab Emirates|
|Job Role:||Customer Service and Call Center|